Cunard 2014 reversal on "Dumbing Down"?

"..."If I chat to our loyalists the formality is the thing that helps define Cunard and it would be entirely remiss if we dumbed down what is a core part of the Cunard experience... Even the younger demographic are not saying scrap the formal evenings as they recognise it as part of the experience..." - Angus Struthers

Thanks for posting the link and it's reassuring to learn there is no intention to "dumb down" the Cunard experience. When Shanks first announced the "loosening up" I was afraid that would be the first step toward increasingly casual dinner attire. If I wanted a Carnival atmosphere I know where to get it for a lot less money.

Interesting article.

I am happy that Cunard offers a more adult travel experience. It's what attracted us when Himself announced he had always wanted to do a crossing in the QE2.

While I was perusing the photos of the QM2 one of the things that caught my eye was the shops. Not that I am much of a shopper, but I figured a company that leased shops aboard to the likes of Stern and Hermes was one I could hope would offer a quality product that we would enjoy.

If that sounds pretty qualified I guess it is ; -)

We are traveling in Europe this fall and I have hip issues that make the transatlantic flights difficult. By the time I get there I am so sore, what with jet lag and all, it takes me days to get back to feeling well. We thought going by ship would make it a pleasant arrival; rested, refreshed, and ready to go.

We looked at all the lines offering repositioning itineraries and I think that, based on our experience on Celebrity and Carnival, Cunard is going to be a much better fit for us.

The dancing and the live music appeal to us. I pretty much don't have any expectations around the dining issue. I disliked dining with Celebrity, which seems to be the high watermark everyone points to, so I guess I am pretty much SOL when it comes to onboard cuisine. That's ok, now that I know what to expect I can deal with that.

Listening to jazz before dinner and dancing after, should make up for the cafeteria cuisine. We *do* love to dance. The absence of baseball hats, on heads, during dinner, will be such an improvement I will be grateful just for that! ; -)

Good to see they are sharpening their target audience, not diluting it.

Interesting article.

 

I am happy that Cunard offers a more adult travel experience. It's what attracted us when Himself announced he had always wanted to do a crossing in the QE2.

 

While I was perusing the photos of the QM2 one of the things that caught my eye was the shops. Not that I am much of a shopper, but I figured a company that leased shops aboard to the likes of Stern and Hermes was one I could hope would offer a quality product that we would enjoy.

 

If that sounds pretty qualified I guess it is ; -)

 

 

 

Good to see they are sharpening their target audience, not diluting it.

Sadly, there is no more dedicated Hermes shop, although I believe you can still find a Hermes watch in the jewelry store. The also took away Escada, replacing it with a smattering of Basler. There really is no definitive quality product on board except Chopard, which could be your downfall, as their handbags are stunning.

Jeanne

Sadly, there is no more dedicated Hermes shop, although I believe you can still find a Hermes watch in the jewelry store. The also took away Escada, replacing it with a smattering of Basler. There really is no definitive quality product on board except Chopard, which could be your downfall, as their handbags are stunning.

 

Jeanne

Correction: Basler is gone. I believe they still have Joseph Ribkoff, but that is about it.

Jeanne

Jane,

Thank you for posting the link to such an interesting article! I appreciate your thoughtful sharing...

The desire to market Cunard as a high end line will work if they ensure there is a high end ambiance and service on board. From my time on QM2 I'd say that's true.

People will pay more for quality if they are getting quality.

To reposition the line off the bottom they will need to raise prices and service etc. to match.

I'll start believing that they are serious when they start spending serious money on the ships. Replaceing the joke seats in Illuminations would be a start.

David.

The desire to market Cunard as a high end line will work if they ensure there is a high end ambiance and service on board. From my time on QM2 I'd say that's true.

 

People will pay more for quality if they are getting quality.

Exactly right. Simply raising prices and marketing "the Cunard Experience" will not do it. They will have to be sure and deliver. Hard to do when people have been trained to lower and lower prices.

Truth in advertising- Do not make claims re the "Cunard experience" that are not true. Even simple things such as robes in cabin, often these are not available until 3-4th day of 7 day cruises. Wines, in Chart Room a claim is often made that a certain wine is not available, until again 3-4th night, this is simply laziness on part of staff, and should NEVER happen.

Quality Control. There is virtually no Quality Control in hiring staff or in quality of food and service. Hiring a waiter who cannot speak, write or read English is useless and very annoying. So is allowing waiter/stewards to speak their own language in the public rooms on the ship. This often happens in Britannia dining room/Bars.

Hire "secret cruisers" only reporting to CEO away from Head Office. These staff would not only expose the flaws but also the best aspects of Cunard. For instance -Which Head of Staff fails to deal with complaints. or who goes out of their way to put things right. They could also travel and report on the experience offered by comparable lines

ALL Complaints on board should receive attention within 24 hours regardless of what the Head of Staff may think about the complaint. He/She is there to serve the passenger not indulge in a personal viewpoint concerning passengers race, religion, or cat of cabin passenger is in. A wrong is a wrong regardless of any of these things.

Truth in advertising- Do not make claims re the "Cunard experience" that are not true. Even simple things such as robes in cabin, often these are not available until 3-4th day of 7 day cruises. Wines, in Chart Room a claim is often made that a certain wine is not available, until again 3-4th night, this is simply laziness on part of staff, and should NEVER happen.

 

Quality Control. There is virtually no Quality Control in hiring staff or in quality of food and service. Hiring a waiter who cannot speak, write or read English is useless and very annoying. So is allowing waiter/stewards to speak their own language in the public rooms on the ship. This often happens in Britannia dining room/Bars.

 

Hire "secret cruisers" only reporting to CEO away from Head Office. These staff would not only expose the flaws but also the best aspects of Cunard. For instance -Which Head of Staff fails to deal with complaints. or who goes out of their way to put things right. They could also travel and report on the experience offered by comparable lines

 

ALL Complaints on board should receive attention within 24 hours regardless of what the Head of Staff may think about the complaint. He/She is there to serve the passenger not indulge in a personal viewpoint concerning passengers race, religion, or cat of cabin passenger is in. A wrong is a wrong regardless of any of these things.

How true. Now, how do I get hired as a "secret cruiser"?? We would be good at that.:eek::D:D

"So is allowing waiter/stewards to speak their own language in the public rooms on the ship. "

Just curious ;)

So is allowing waiter/stewards to speak their own language in the public rooms on the ship. This often happens in Britannia dining room/Bars.

I know that this is specifically forbidden under the "White Star Service" edict. So crew members could be disciplined for this if they were reported. I also think it's rude to do this.

Eddie

Interesting article. Time will tell how the new marketing team will affect the brand, hopefully for the better.

Still, I find there is a considerable "disconnect" between what is advertised in the brochures and what is actually delivered on board.

Beyond the themes of declining food quality standards, repetitive itineraries, etc., noted throughout these boards, one of the most disappointing aspects of the current onboard experience, in my opinion, is the issue of crew apathy. While I have had the pleasure of knowing and being served by many fine, enthusiastic crew members who do justice to the White Star mantra, those crew members - and their numbers seem to be increasing - who exhibit sullen, apathetic attitudes truly detract from the good spirit engendered by others.

I think Lynn (Jim's Girl) appropriately identified the need for quality control.

...Still, I find there is a considerable "disconnect" between what is advertised in the brochures and what is actually delivered on board. ..

Couldn't agree more. Two examples: QM2 brochures showing yoga classes or afternoon tea on deck. I don't practice yoga but those who do claim it's always held down in one of the tender lounges regardless of how pleasant in may be outdoors. The brochure also shows a couple, comfortably seating in steamer loungers, being served tea from a cart by a white-gloved waiter. I've not witnessed this perhaps I've been doing other things when or if this really happens.

Couldn't agree more. Two examples: QM2 brochures showing yoga classes or afternoon tea on deck. I don't practice yoga but those who do claim it's always held down in one of the tender lounges regardless of how pleasant in may be outdoors. The brochure also shows a couple, comfortably seating in steamer loungers, being served tea from a cart by a white-gloved waiter. I've not witnessed this perhaps I've been doing other things when or if this really happens.

Your post brought to mind a voyage a few years ago when "White Star Service" was really being touted. All the brochures showed staff in Bell Boy uniforms escorting M'Lady and Gents everywhere. We arrived at the docks and were pleased to see said Bell Boy staff, complete with spiffy uniforms, but soon realized they did nothing. Just there for show. Sort of like a sports team's costumed mascot. Style over substance again.

Interesting article.

 

We are traveling in Europe this fall and I have hip issues that make the transatlantic flights difficult. By the time I get there I am so sore, what with jet lag and all, it takes me days to get back to feeling well. We thought going by ship would make it a pleasant arrival; rested, refreshed, and ready to go.

 

Sounds as if you will enjoy QM2 and your crossing. Not only can you walk 'round the deck (always good to stretch the hip) but the Canyon Ranch folks can give you a "chiropractic massage" which, at least when "Dr. Sam" was there, was great for loosening hips, etc.

Enjoy.

Couldn't agree more. Two examples: QM2 brochures showing yoga classes or afternoon tea on deck. I don't practice yoga but those who do claim it's always held down in one of the tender lounges regardless of how pleasant in may be outdoors. The brochure also shows a couple, comfortably seating in steamer loungers, being served tea from a cart by a white-gloved waiter. I've not witnessed this perhaps I've been doing other things when or if this really happens.

We've seen it twice. Once on a crossing that was cold. And once in Norway back in, um, '06 or '07. Rare, I guess, but it does happen. Or, maybe, we're not spending enough time out on the steamer chairs.

Sounds as if you will enjoy QM2 and your crossing. Not only can you walk 'round the deck (always good to stretch the hip) but the Canyon Ranch folks can give you a "chiropractic massage" which, at least when "Dr. Sam" was there, was great for loosening hips, etc.

 

Enjoy.

Thanks for the tip. I see, now that you have mentioned it, that it is an option. I love my Chiro here at home so I am happy to see that service.

I checked back in on the shops just out of curiosity. Don't know what relationship to reality the website has but currently they are touting Herrods and Stern being aboard. Not that it matters much to me, other than it struck me while I was looking into booking that it was a good sign ; -)

Premium brands are always struggling. What they sell is image and ambiance and service; intangibles. Their marketing strategy reflects that.

The human element, that must deliver on the hype, has all the obstacles of reality to overcome. The service isn't air brushed in the real world, but then neither are we passengers.

I wish we were. The people in the brochure look so good... Wished we all looked so good too!

Couldn't agree more. Two examples: QM2 brochures showing yoga classes or afternoon tea on deck. I don't practice yoga but those who do claim it's always held down in one of the tender lounges regardless of how pleasant in may be outdoors. The brochure also shows a couple, comfortably seating in steamer loungers, being served tea from a cart by a white-gloved waiter. I've not witnessed this perhaps I've been doing other things when or if this really happens.

We have been served afternoon tea on deck many times on a QM2

cruise - never on a crossing though. Also - yoga classes used to be given in the gym in the past.

From my observations the dumbing down of the dress code wasn't nearly as much as I - and many others - feared. Certainly the one semi-formal night per crossing was eliminated. But the informal code that replaced elegant casual was, for men, a slight upgrade - at least in terminology. For the previous elegant casual it was often defined as "jacket required - no tie" which could give the impression that ties were banned. Now, for informal, it says: "jackets required - tie optional."

From my observations the dumbing down of the dress code wasn't nearly as much as I - and many others - feared. Certainly the one semi-formal night per crossing was eliminated. But the informal code that replaced elegant casual was, for men, a slight upgrade - at least in terminology. For the previous elegant casual it was often defined as "jacket required - no tie" which could give the impression that ties were banned. Now, for informal, it says: "jackets required - tie optional."

Hi David. Yes, I've read many comments that the change in dress code had only a minimal impact on men's attire. However, for women, the change in dress code, is more noticeable. As I remember it, the first and last night of any voyage was "elegant casual" but I don't recall "jacket required, no tie" ? -S.

ironic dumbing down then cunard has to amend no tie to tie optional ...i guess for the folks that have a hard time with ...pull pin and throw:D:rolleyes:

Truth in advertising- Do not make claims re the "Cunard experience" that are not true. Even simple things such as robes in cabin, often these are not available until 3-4th day of 7 day cruises. Wines, in Chart Room a claim is often made that a certain wine is not available, until again 3-4th night, this is simply laziness on part of staff, and should NEVER happen.

 

Quality Control. There is virtually no Quality Control in hiring staff or in quality of food and service. Hiring a waiter who cannot speak, write or read English is useless and very annoying. So is allowing waiter/stewards to speak their own language in the public rooms on the ship. This often happens in Britannia dining room/Bars.

 

Hire "secret cruisers" only reporting to CEO away from Head Office. These staff would not only expose the flaws but also the best aspects of Cunard. For instance -Which Head of Staff fails to deal with complaints. or who goes out of their way to put things right. They could also travel and report on the experience offered by comparable lines

 

ALL Complaints on board should receive attention within 24 hours regardless of what the Head of Staff may think about the complaint. He/She is there to serve the passenger not indulge in a personal viewpoint concerning passengers race, religion, or cat of cabin passenger is in. A wrong is a wrong regardless of any of these things.

As a now retired national Hotel Assessor of several years standing, and following a disastrous P&O cruise I approached P&O to consider a 'secret cruiser' as you have suggested. Most surprisingly they 'closed ranks' in a flash without any discussion!! I wonder why?

Having been trained extensively to assess in a correct 'objective' way rather than 'subjectively', I thought long and hard that they were missing a trick somewhere, and they said that they relied on the passenger questionnaires completed as guests left the cruise. No action ever seems to be taken with reference to these I know, and I am not a novice cruiser by any means............

... As I remember it, the first and last night of any voyage was "elegant casual" but I don't recall "jacket required, no tie" ? -S.

November 27, 2012, "Elegant Casual: Ladies - dress, skirt or trousers. No jeans. Gentlemen - Jacket, no tie required. No jeans." and

July 6, 2013, "Informal: Jacket required, tie optional for gentlemen. Cocktail dress, stylish separates or equivalent for ladies."